Customer Success Defined

by | Apr 1, 2019

Customer Success is a strategy to maximize customer retention and create opportunities for revenue expansion within the customer base. It is not simply an organizational structure, process, team, or job description. Customer Success transcends organizational silos and promotes practices that help customers adopt and succeeded with the products they purchase. Customer Success is measured by retention and growth of recurring revenue streams and expansion of customer relationship value.

Customer Success Defined

Customer Success is predicated on the understanding that a significant portion of revenue and growth comes from existing customer relationships and that for technology vendors to grow relationship value their customers must be able to apply and succeed with the products they have purchased.

Customer Success encompasses the principles of landing new accounts and serving, retaining, and expanding existing customer relationships. The primary measures of Customer Success are retention and growth of recurring revenue streams and expansion of customers’ relationship value.

The Customer Success process including the stages and activities are described below.

The Customer Success Process

Customer Success Stages

Customer Success Activities

Next Steps

ServiceXRG offers a wealth of expertise through coaching and research to help you develop and execute an effective Customer Success strategy. Please review other reports and articles related to Customer Success.

Define your Customer Success strategy

Read about the Journey from Support to Customer Success

Inventory current success-focused capabilities and practices

Take the Customer Success Health Assessment

Develop a framework for Customer Success

Review the Customer Success Operating Model

More Customer Success Articles

View All Customer Success Articles

Contact ServiceXRG

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Featured: Journey from Support to Customer Success

The journey from Technical Support to Customer Success requires more than a name change or the addition of a team of Customer Success Managers. To fully embrace Customer Success, Support must rethink its role and adopt new ways to engage, retain and grow customer relationships. This Playbook provides a guided journey across four key milestones to help you define essential Customer Success capabilities.

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